Project Manager, IT

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

Competitive salary and bonus plan

Paid vacation/holidays/sick time - 15 days of vacation first year

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

JCI Employee discount programs (The Loop by Perk Spot)

Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do

In this customer experience role, you will be responsible for standardizing the Customer Journey and ensuring that best practice processes are supported by the suite of IT platforms. The goal is to provide our customers the same excellent experience regardless of the product/service or region. This requires oversight of the process while leveraging experiential data to optimize functionalities for all JCI stakeholders (customer, employees etc.).

You will manage a consistent strategy of how the migrations, enhancements, interfaces, and delivery are carried out. You will also support the standardization, centralization, and optimization of our Customer Care operations with the focus on world class customer service and efficiency.

How you will do it

• Partner with Leadership to understand the vision and develop the strategy around how Customer Care and the Customer Contact Platforms enable: Standardization, Centralization, Optimization, Automation, and Globalization.
• Collaborate with IT on Program Roadmap and project specific optimization. Drive project schedule adherence.
• Leverage in Country resources to determine requirements and own implementation. Utilize these resources as SME's and to plug into SOP's.
• Engage Change Management to align competing priorities, backgrounds, and business processes for successful adoption.
• Team up with Data Governance to establish and rollout standard KPI Dashboards.
• Direct cost out with a focus on telecom suppliers and discontinuing/migrating unused, underused, and end-of-life services.
• Manage Customer Interaction Flows by leveraging resources and processes for the creation, maintenance, and storage (one version of the truth) of contact center flows (calls/emails/chat - work processed through our contact center platform)

What we look for

• Bachelor's Degree in Business, Project Management, or related field (Master's Degree preferred)
• Project Management Professional Certification (PMP) or Six Sigma Certification
• Familiarity with a wide range of JCI standardized IT platforms with experience in NICE CXone and MASterMind
• Ten years of business experience with five years managing a team, programs, or projects
• Fluency in Microsoft Office products (i.e., Project, Excel, Word, Visio, PowerPoint)
• Excellent written and verbal communication skills coupled with demonstrated judgment skills
• Successful track record of organizing and prioritizing work and resources for effective implementations
• Self-motivated and organized
• Experience functioning as an effective team leader and team member
• Ability to engage globally, understand and work effectively in a culturally diverse organization
• Travel may be required in support of program(s)

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.